“Do Not Reply” emails are offensive — and a missed opportunity

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Organizations email individuals all the time. The sender is often something like “do-not-reply@organization.com.” That’s a massive “screw you” to the customer, and it doesn’t have to be. Why do those “Do Not Reply” emails exist? There are lots of reasons that companies send emails from a “do not reply” address. The main one is some … Continued

Call center sinners should burn in hellfire

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I’m on hold right now waiting for a customer service rep — to investigate a serious problem that I neither caused nor asked for. I’d give up, except that resolving this is crucial to my future. And it’s hell. If the experience of calling your call center is a hellscape, your customer experience is terrible. … Continued

Marketing in sheep’s clothing

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Marketing has such a poor reputation that it now has to pretend to be customer service. And it makes me hopping mad. For example . . . I got a letter from Spectrum, my internet provider, that said “Important information about your account.” Inside, a generic offer to upgrade my service. My doctor’s office used … Continued

Google chat support shows how intelligence and stupidity can coexist

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I used Google’s chat support. The result was infuriating, because the support person didn’t listen. Humans doing support need to listen and use context — and you’d think algorithms could help with that, especially at Google. Here’s what’s happening. I just set up a new web site for my nonprofit, wellnesscampaign.org. The next step is … Continued

UPS and its customers are slaves of its technology

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UPS has the information about customers, locations, and shipments to be an amazing leader in customer experience (CX). It has the people, devices, and bar codes to turn the Internet of Things — of packages — into an artificially intelligent engine for customer delight. But based on my experience, UPS is the slave, not the master, … Continued

Dropbox buries the lede

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Dropbox got hacked a while back. So the company emailed affected users — and hid the news. Burying the lede* is counterproductive; it just makes people work harder to find out the truth. Good writers get to the bad news quickly and frankly, then move on. Here’s what happened: In 2012, somebody stole 68 million Dropbox usernames and … Continued

All customer service failures have one cause: broken promises

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All brands and businesses make promises. They promise low prices, fast service, or no hassles. Sometimes they fail to deliver on those promises. Customer service failure is about broken promises. When people get upset, it’s not because products or services are objectively bad. They get upset because of broken promises. Parents who buy their kids a $3.99 … Continued